How play messages and MOH when a caller is in queue

[thesaint]

I will like to known how we can play a message to a caller and MOH, when a customer wait in queue? My customer as Nortel Switch's (5 sites) with Symposium.

[Jeff]

[quote author=thesaint link=topic=2001.msg6742#msg6742 date=1168966031]
I will like to known how we can play a message to a caller and MOH, when a customer wait in queue? My customer as Nortel Switch's (5 sites) with Symposium.
[/quote]


Nortel makes it very easy to play treatments for calls in queue. All you have to do is specify the DN in your virtual queue for URS!
You can setup several CDNs in a row per target-object in IRD and specify how long each one of them should be played.
Tell me if you need a screenshot of how to do it.

Downside is that you would not be able to guarantee that caller would hear from beginning of the message unless you will use RAN or something else rather fancy.
You can always forward call to IVR ports for any announcements that cannot be handled by your friendly PBX.

[GU]

Thanks for the information, yes if you have screenshot I will take it.

Regarding messages, we have an IVR but the problem is that it's in-front, and most of the time the caller will be transfer to a site (PBX) and wait for an agent to become available. I was wondering if there a possibility to used something other then VTO (because we have 5 sites), like a MIRAN card but I think it's not supported? right.

[Kevin S]

I am pretty sure you will need to use VTO or some other IVR product (I'm sure if you were feeling very crafty, you would be able to take a non-VTO product and build your own treatment application).

But, unless it's changed (and I have not heard so), you can only provide IVR and MUSIC treatments in a Nortel environment.

Thought - though you have 5 sites, is it possible to use one site as your "queueing" site, then route from there? (Though, with you having IVR-in-front and 5 sites, I suspect that you are routing to the sites in-front as well... and that shoots down my solution).

[victor]

[quote author=GU link=topic=2001.msg6761#msg6761 date=1169051799]
Thanks for the information, yes if you have screenshot I will take it.

Regarding messages, we have an IVR but the problem is that it's in-front, and most of the time the caller will be transfer to a site (PBX) and wait for an agent to become available. I was wondering if there a possibility to used something other then VTO (because we have 5 sites), like a MIRAN card but I think it's not supported? right.
[/quote]

Yes, MIRAN is not supported! At least, not officially. Genesys blames Nortel for it, because MIRAN is a trunk and you cannot control a trunk, and Nortel probably just says that Genesys did not try too hard to try to get its TServer to work with it.

And you know, both of the companies are right. Of course, in this particular case, even though I feel for Genesys, I think they just did not really try hard enough to get it to work. Which is surprising, because they are usually very brilliant at getting everything to work.

Here is how you can get it to work:

you can use the force-route command to route the call to access number for the MIRAN trunk. And after you finish playing the announcement, just have MIRAN place the call back to CDN. 

There are several problems with such an approach (like not knowing if client hung up while in announcement), but it is a small thing, because you can still get it after the call comes back to CDN.

Regarding VTO, there are pro's and cons to using it, but in my frank opinion, I would not go with VTO because it would require extra licenses plus it is always much much much more safer to have your PBX handle something like this and not Windows-based application.

Genesys VTO is a pretty cool thing but I would think twice about putting Windows-based thing in anything with more than 100 seats.

And, last but not least, GU - did you ask Genesys? I am sure they would probably tell you something like this!

Try the strategy and if you get stuck, just tell us

Vic